# Understand satisfaction data

Understanding how your customers feel after a conversation is key to improving service quality, coaching your team, and identifying friction points. The `satisfactionSurveyResponses` query in the iAdvize GraphQL API allows you to programmatically retrieve all responses to satisfaction surveys submitted by your customers including structured scores and open feedback.

## What you can retrieve

Each response to a satisfaction survey is composed of up to **three types of data**:

### 1. **CSAT – Customer satisfaction score**

The **CSAT (Customer satisfaction)** score is a numerical rating that indicates how satisfied the visitor was after their conversation.

* **Scoring scale:** 1 (very unsatisfied) to 5 (very satisfied)

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
* Facebook Messenger
* Apple Messages for Business
* WhatsApp
  {% endhint %}

### 2. **NPS – Net Promoter Score**

The **NPS (Net Promoter Score)** is a measure of customer loyalty and satisfaction based on how likely a customer is to recommend your service.

* **Scoring scale:** 0 (Not at all likely) to 10 (Extremely likely)
* **Interpretation:**
  * 0–6: Detractors
  * 7–8: Passives
  * 9–10: Promoters

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
  {% endhint %}

### 3. **Free Comment – Open-Ended Feedback**

This is an optional open-text field where visitors can share qualitative feedback in their own words.

* Allows for:
  * Identifying praise or complaints
  * Spotting UX issues
  * Enriching coaching feedback loops

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
  {% endhint %}

## What the API response includes

When you query `satisfactionSurveyResponses`, you can access:

* **Conversation ID**
* **Survey type** (CSAT or NPS)
* **Score value**
* **Comment** (if left by the visitor)
* **Timestamps** (response date)
* **Agents who participated in the conversation**

The API supports filtering and pagination, allowing you to process large volumes of feedback systematically.

## Ready to use it?

You can explore the `satisfactionSurveyResponses` schema and test live queries in the [iAdvize GraphQL API Explorer](https://graphql.iadvize.dev/queries/satisfactionSurveyResponses).


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.iadvize.dev/use-cases/data-and-analytics/retrieve-messages-exchanged-within-a-conversation-1/understand-satisfaction-data.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.